on 10-02-2023 10:41
Hi
I am having massive issues with my Superhub 3 Wi-fi where the router Wi-fi light goes green, flashes for about a minute then comes back. It happens between 5 and 20 times a day with no particular pattern. Ethernet connections do not appear to go down but all Wi-fi connections (including work PC) lose connection. It is only down for about a minute or two before the hub lights return to normal and everything works until the next time (which may be 2 minutes later or 5 hours later)
I dont know what format I should post any logs in but for reference I have pasted some of my logs here hoping someone from the community or Virgin could help me please
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 659000000 | 5 | 38 | 256 qam | 32 |
2 | 475000000 | 3.2 | 38 | 256 qam | 9 |
3 | 483000000 | 3.5 | 38 | 256 qam | 10 |
4 | 491000000 | 3.5 | 38 | 256 qam | 11 |
5 | 499000000 | 3.5 | 38 | 256 qam | 12 |
6 | 507000000 | 3.5 | 38 | 256 qam | 13 |
7 | 515000000 | 4.1 | 38 | 256 qam | 14 |
8 | 523000000 | 4.5 | 38 | 256 qam | 15 |
9 | 531000000 | 4.5 | 38 | 256 qam | 16 |
10 | 539000000 | 4 | 38 | 256 qam | 17 |
11 | 547000000 | 4 | 38 | 256 qam | 18 |
12 | 555000000 | 3.7 | 38 | 256 qam | 19 |
13 | 563000000 | 3.7 | 38 | 256 qam | 20 |
14 | 571000000 | 3.5 | 38 | 256 qam | 21 |
15 | 579000000 | 3.2 | 38 | 256 qam | 22 |
16 | 587000000 | 2.7 | 38 | 256 qam | 23 |
17 | 595000000 | 2.9 | 38 | 256 qam | 24 |
18 | 603000000 | 3.4 | 38 | 256 qam | 25 |
19 | 611000000 | 3.4 | 38 | 256 qam | 26 |
20 | 619000000 | 2.9 | 38 | 256 qam | 27 |
21 | 627000000 | 3 | 38 | 256 qam | 28 |
22 | 635000000 | 4.1 | 38 | 256 qam | 29 |
23 | 643000000 | 5.1 | 38 | 256 qam | 30 |
24 | 651000000 | 5.1 | 38 | 256 qam | 31 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.9 | 6508 | 48 |
2 | Locked | 38.6 | 2571 | 604 |
3 | Locked | 38.9 | 2426 | 400 |
4 | Locked | 38.6 | 2899 | 271 |
5 | Locked | 38.6 | 3214 | 269 |
6 | Locked | 38.9 | 3158 | 182 |
7 | Locked | 38.6 | 3087 | 53 |
8 | Locked | 38.9 | 3292 | 55 |
9 | Locked | 38.9 | 2735 | 110 |
10 | Locked | 38.6 | 3762 | 160 |
11 | Locked | 38.9 | 3360 | 123 |
12 | Locked | 38.9 | 3761 | 340 |
13 | Locked | 38.6 | 3649 | 403 |
14 | Locked | 38.9 | 4434 | 433 |
15 | Locked | 38.9 | 5471 | 378 |
16 | Locked | 38.9 | 5878 | 492 |
17 | Locked | 38.6 | 5418 | 541 |
18 | Locked | 38.9 | 6073 | 407 |
19 | Locked | 38.9 | 6910 | 339 |
20 | Locked | 38.9 | 6866 | 316 |
21 | Locked | 38.6 | 9719 | 249 |
22 | Locked | 38.9 | 10211 | 119 |
23 | Locked | 38.9 | 8493 | 60 |
24 | Locked | 38.9 | 7074 | 115 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 43100000 | 43 | 5120 | 64 qam | 2 |
2 | 23600000 | 42.5 | 5120 | 64 qam | 5 |
3 | 30100000 | 43.5 | 5120 | 64 qam | 4 |
4 | 36600000 | 42.5 | 5120 | 64 qam | 3 |
5 | 49600000 | 44 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 5 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
5 | ATDMA | 0 | 0 | 2 | 0 |
on 12-02-2023 13:02
Hello HatMarris.
Thank you very much for joining our Community.
Can I just apologise for intermittent connection with your Hub3
We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the purple envelope top right of your screen that would be great.
Regards
Gareth_L
on 14-02-2023 09:31
Good morning HatMarris,
Thanks for passing security.
Good to see the technician swapped the hub and checked the cabling.
Plus you haven't had any dropouts afterwards.
How are things looking this morning?
Gareth_L
on 15-02-2023 23:06
Hi Gareth
its only been a couple of days but so far , no more drops since the hub was changed and the cabling checks done.
All good so far
thank you for your help. It was very valuable and efficient in getting a technician out so quickly. I appreciate that help as it was driving me insane
on 18-02-2023 10:39
Hi HatMarris,
Thank you for updating the thread and letting us know the issue has now been resolved.
Please do get in touch if we can assist in the future.
Thanks,